Dr. Osman Khan, has over a decade of experience working with companies to improve their business performance. His main areas of expertise are in Customer Experience Management, Customer Loyalty and Satisfaction, Emotional Attachment, B2B Marketing, Social Media, Strategic Marketing and Tourism Marketing. He has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team.

His past experience include working as a Marketing Director at a high-tech IT firm, consulting for multinational mobile operators from Europe and the Middle East, as well as helping firms within the UK in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.

Osman has an MBA, and a PhD in Marketing (Bradford). He has recently published three books on CEM, and Customer Loyalty at the European Centre for Best Practice Management. Moreover, he is actively engaged in conducting research and consulting work in the areas of CEM and Emotional Loyalty Management.  Dr. Khan is also the chair of the judging panel for the UK Theme Park & Visitor Attraction awards.  He is also working as a visiting research fellow at the Henley Center for Customer Management, at the Henley Business School.

Consulting, Speaking & Corporate Training:

Dr. Khan is actively engaged in consulting work with various organizations in helping them to improve their business performance.  He is also a sought after professional speaker and a corporate trainer.  Interested parties can get in touch with him or Ellie Precious at the Knowledge Dock, (e.prescious@uel.ac.uk).

Programme Leader - International Business, BA (Hons)

Customer Experience Management, Customer Loyalty and Satisfaction, Emotional Attachment, B2B Marketing, Social Media, Strategic Marketing and Tourism Marketing

• Marketing
• International Business
• Human Resource Management

• Integrated Marketing Communications
• International Marketing
• Tourism Marketing

• Khan, O. (2009) CEM implementation: The key factors.  IN ZAIRI, M. (Ed.) Emotionally attached: Wooing and taking vows with customers. Bradford, European Centre for Best Practice Management.
• Khan, O. (2009) CEM: The ‘right brain’ of customer focus.  IN ZAIRI, M. (Ed.) Emotionally attached: Wooing and taking vows with customers. Bradford, European Centre for Best Practice Management.
• Khan, O. (2009) How to woo and create an emotional attachment: Lessons from the best.  IN ZAIRI, M. (Ed.) Emotionally attached: Wooing and taking vows with customers. Bradford, European Centre for Best Practice Management.
• Khan, O. (2009) The continuum of capability building leadership emphasis on business orientations.  IN ZAIRI, M. (Ed.) Excellence Tetralogy: Gutsy Leadership. Bradford, European Centre for Best Practice Management.
• Khan, O. (2009) The customer experience approach: The behavioural dimensions of loyalty. IN ZAIRI, M. (Ed.) Excellence Tetralogy: The Inspired Customer. Bradford, European Centre for Best Practice Management.
• Khan, O. (2009) The customer experience approach: A contemporary view of customer loyalty. IN ZAIRI, M. (Ed.) Excellence Tetralogy: The Inspired Customer. Bradford, European Centre for Best Practice Management.
• Khan, O. (2009) The customer experience approach: Managing loyalty in its totality. IN ZAIRI, M. (Ed.) Excellence Tetralogy: The Inspired Customer. Bradford, European Centre for Best Practice Management.

• Hussain, Z., Wallace, J., Tassabehji, R. & Khan, O. (2007), E-business in the developing world: An empirical study of payment methods and their implications. Int. J. Electronic Business, Vol. 5, No. 3, pp. 315-335.
• Khan, O. & Hussain, Z. (2006), E-business in the developing world: Cash on delivery as an alternative online payment method. British Academy of Management Conference. Belfast, UK.
• Khan, O. (2005), Consumers’ attitude towards using cash on delivery as an alternative online payment method in the developing world. Institute of Behavioral Management conference. Las Vegas, USA.
• Khan, O. (2005), Mobile based payment systems for electronic commerce. IADIS WWW/Internet Conference. Lisbon, Portugal.
• Khan, O. (2004), The power of group buying business model in the developing world. 8th South Asian Management Forum 2004. Lahore, Pakistan, Association of Management Development Institutions in South Asia.
• Khan, O. (2004), Information systems in advertising. International Workshop on Frontiers of Information Technology. Islamabad, Pakistan, University of Illinois, Perdue University, and National Science Foundation.

Fellow of the Higher Education Academy, Member American Marketing Association, Association for Consumer Research, British Academy of Management, Institute of Behavior and Management. Reviewer for American Marketing Association and Society for Consumer Psychology.  On the editorial board for the Journal of Islamic Marketing and the Journal of Online Marketing.

Blog:

http://blog.cimbp.org

Linked in:

http://uk.linkedin.com/in/drosmankhan

Twitter:

http://www.twitter.com/drosmanmkhan